Premium Add-On Support Programs
Technical Relationship Manager
A Nutanix Technical Relationship Manager (TRM) is a designated point of contact who provides ongoing health checks, and advice and guidance on best practices to proactively keep your Nutanix environment operationally healthy. Backed by an award-winning support organization, a TRM helps your organization by:
Tracking key technical matters that may impact your business.
Coordinating with other Nutanix orgnanizations to quickly escalate or resolve problems.
Conducting system analysis and provide proactive recommendations to jointly prepare for new projects and minimize risk.
Providing best practice guidance to optimize operations and ongoing performance of your Nutanix implementation.
Designated Support Engineer (DSE)
Nutanix DSE provides personalized, efficient problem resolution via a single point of contact from a designated senior engineer with in-depth technical knowledge of your environment. A DSE can help your organization by:
Streamlining support as the single point of contact who knows your environment
Coordinating cross-vendor issues as a consistent interface with other hardware and software vendors, improving resolution time
Improving system availability by providing guidance from lessons learned through proactive engagement across your Nutanix Enterprise Cloud solution
Reducing time to resolution by integrating tightly with your operations team
Compare Premium Support Programs
|Technical Relationship Manager||Designated Support Engineer|
|Support Relationship Management||Technical Relationship Manager|
|Proactive & Preemptive Risk Mitigation Planning||Technical Relationship Manager|
|Business / Operations Reviews||Technical Relationship Manager (Quarterly)||Designated Support Engineer|
|Environment Trend & Event Analysis, Best Practice Alignment||Technical Relationship Manager|
|Escalated Incident Management Coordination & Communication||Technical Relationship Manager||Designated Support Engineer|
|Weekly Case Reviews & Trend Analysis||Technical Relationship Manager (Primary)|
|Support Incident Management/ Technical Resolution||Designated Support Engineer|
|Root-cause Analysis of Support Issues||Designated Support Engineer|
|Software Bug Scrub Analysis||Technical Relationship Manager (Primary)||Designated Support Engineer|
|Onsite Solution Advisory||Technical Relationship Manager|
|Architecture Requirement Gathering & Feature Insights||Technical Relationship Manager|
|Onsite at Customer||Technical Relationship ManagerPeriodically, during QBRs||Designated Support EngineerRemote*|
*A Resident Support Engineer for onsite problem resolution is an available option.